My God, these family members!! - page 4

by SoundofMusic | 51,742 Views | 235 Comments

They are just killing me. Why is it that so many of them feel so entitled to sit in their aging parents rooms and just boss us nurses to HELL and back, while they sit there, fully able to do much of what we're doing for their... Read More


  1. 21
    Customer service and common sense have become mutually exclusive terms in the hospital. It isn't the Ritz Carlton or Burger King. Sometimes, you even have to wait in those places too! My daughter had some old *** complain that he didn't get his ginger ale for over an hour. She told him her one of her other eight pts. had coded and she was sorry it was late. He said "I don't care, you *****. I wanted a drink and I am puting your name on my survey because I am dissatisfied!" Okay for pt. to call her a profane name. Her NM didn't care about that. She was talked to because the NM needed to know why this loser didn't get his drinky-winky when he asked for it. At the same hospital, patient get a gift card if they are unhappy re. waiting in the ED too long. Boo Hoo! This is craziness.
  2. 13
    I document this type of behavior, in a completely objective manner, of course, focusing only on observable behaviors and not interpretations of those behaviors, and I use quotes. This speaks to the patient's psychosocial status, which is a part of the holistic aspect of nursing care. We have a spot in the chart for psych/soc aspects of the patient with dropdown boxes such as "demanding", "combative", "hostile", "withdrawn". If I make a narrative note about a patient's pain, blood pressure, wounds, IV site, foley, etc., why would it be inappropriate to chart a narrative about their behavior if their behavior is not appropriate? Being hostile or needy, while it may be baseline for that patient, is not really "normal" per se, so it needs to be documented. Completely objectively, of course.
    WeepingAngel, rnlately, sevensonnets, and 10 others like this.
  3. 30
    Quote from imenid37
    Customer service and common sense have become mutually exclusive terms in the hospital. It isn't the Ritz Carlton or Burger King. Sometimes, you even have to wait in those places too! My daughter had some old *** complain that he didn't get his ginger ale for over an hour. She told him her one of her other eight pts. had coded and she was sorry it was late. He said "I don't care, you *****. I wanted a drink and I am puting your name on my survey because I am dissatisfied!" Okay for pt. to call her a profane name. Her NM didn't care about that. She was talked to because the NM needed to know why this loser didn't get his drinky-winky when he asked for it. At the same hospital, patient get a gift card if they are unhappy re. waiting in the ED too long. Boo Hoo! This is craziness.
    I might have charted something like "Summoned to room, requests ginger ale. States he has been waiting for "over an hour". This nurse explained inability to immediately fulfill request due to emergent situation, but offered to do so now. States "I don't care, you *****. I wanted a drink and I am putting your name on my survey because I am dissatisfied!" Ginger ale provided, no further requests at this time. Will continue to monitor."
  4. 3
    Hospitals have become more like retail business over the last 30 years and the pressure is on to get more customers. As the private insurance and government payors have decreased their payments to all providers patients are getting angry at their perceived decrease in the level of care they receive from all providers. In the hospital it is the nurse that is the face of the hospital. Patients and their families want the nurse to make up the loss of service they perceive they have lost from all providers during an admission. Patients and their families do not separate medical, nursing and theraputic care from customer service. If you were late with a pain shot for level 10 pain or if you were late with the glass of gingerale it does not matter. Their perception is that they were not cared for and you the nurse did a poor job. It is impearative that you report any and all such complaints to the nurse manager and to the foucs group that works on quality of care issues. It is only when the hospital begins to provide enough nurses and support staff to take care of the patients will they win the competition for the customer. And you must word it in this manner in order to gain the support of the hospital administration group.
    Magsulfate, KateRN1, and imenid37 like this.
  5. 17
    I agree with the poster above. If the hospital wants to run like a hotel, fine. The condition is, hire some hospitality type staff. If the nursing staff is to deliver quality care, then they do not have time to be a waitress or waiter and smile like Barbie or Ken as they are being insulted. Unfortunately the customer is not always right. Sometimes, he or she is downright rude. My daughter's employer is just getting taken advantage of now by some of these demanding patients who find out a friend neighbour, etc. got a gift card for waiting for two hours in the ED and they want one too!

    Hospitals are constantly wanting more for less. I am so sick of telling the nursing staff that pharmacy has "just one more little job" for them to add to their 1000 they already have. I am in an educator position and between "service with a fake smile" and trying to jump through JCAHO's hoops, there is little time to give meaningful nursing care anymore. Actually, good nursing care is the best customer service of all. Some days I think the healthcare system is just hopelessly broken. It isn't a business. It is something of its own animal and we need to step back and find another way to make it function more effectively. Our current "hospitality" model is just not working.
  6. 12
    I worked at a hotel while I was in LPN school. We treated the guests courteously, however, some guests wanted tons of stuff for free and expected you to wait hand and foot on them. NO, I cannot hire an escort service for you. No I am not giving you tons of soap,shampoo, and food to go home with. NO I am not opening the breakfast buffet back up because you woke up at 2 P.M. NO I cannot cut your toenails. If they didn't like it, there is the door. Thanks for your business, but we don't need it. Don't come here again. OH and by the way, no refund. My Manager backed us up and also put these guests on a "Not Allowed in Our Facility Again" Notice.

    However, in the great and dignified world of nursing, managers basically say bend over and grab your ankles. Got to keep the whiny,crazy, screaming families happy so that the all important SURVEY ranks high in customer satisfaction. Sometimes, what I would LOVE to say to these families!!! Sometimes I come home from work with teeth marks on my tongue!!!!
  7. 2
    Dang!

    I knew I should have minored in hospitality management....
    Zookeeper3 and squeakykitty like this.
  8. 8
    Quote from Virgo_RN
    I might have charted something like "Summoned to room, requests ginger ale. States he has been waiting for "over an hour". This nurse explained inability to immediately fulfill request due to emergent situation, but offered to do so now. States "I don't care, you *****. I wanted a drink and I am putting your name on my survey because I am dissatisfied!" Ginger ale provided, no further requests at this time. Will continue to monitor."
    Love your way of thinking!

    Actually, this is one (of many) reasons I left hospital nursing. It takes a lot of sweat and high level of critical thinking skills to even make it through nursing school. If I wanted to be a waitress .......I would have saved lots of time, money, and heartache and just gotten a job at Chili's!:angryfire

    New admits are oriented to how to use their call button.......but very little on when to use it. I understand the need for good customer service. However, I think things have gone a bit too far when we are geeting cussed out over a ginger ale.

    Sometimes, I just want to scream "Nurses are humans too! They need to eat, drink fluids, use the restroom, take breaks and they even have feelings too!!!"
  9. 7
    Quote from SchoolNurseBSN

    Sometimes, I just want to scream "Nurses are humans too! They need to eat, drink fluids, use the restroom, take breaks and they even have feelings too!!!"
    God forbid we say that, we'd all be in the manager's office with a write-up in our files. I just don't care. If a family is acting totally out of line, I'm gonna say what I need to say.
  10. 1
    I love the HHA clients I had who claimed they had no energy, and they were in pain, but would stand over me like a hawk while I cleaned their house, and one had "glaucoma" but miracously could see 1 piece of lint on the floor I just vacuumed and he would call it "dirty"
    squeakykitty likes this.


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